Mtn's incompetence

I have been trying to make an insurance claim with mtn insurance since the 4th of June. I went into the store, filled in forms and was told that I will get a call regarding the next step. I then kept getting emails to say the imei number is incorrect and to send the tax invoice and pick up document. I have had this phone insured with them since 2016 and didn't have a tax document and didn't have a clue what a pick up document was. I went into the store, got the tax invoice and the lady that helped me in the shop said there is no need for the pick up document. I then email the tax invoice and finally got an email to say sorry for the inconvenience and the matter will be escalated. A week later I email to ask what's happening only to be asked if I filled out a claims form. This frustrated me and I emailed back saying they should check the "ticket number" because the entire incident is under the same "ticket number" (68551). The email I got in response to that was that the imei number was different and I should send the tax invoice.

I'm so sick of dealing with *********** agents. This is disgusting customer service.